--- title: Manage Hosted Insight Panel configurations slug: m5k70425 canonical_url: https://docs.coveo.com/en/m5k70425/ collection: service source_format: adoc --- # Manage Hosted Insight Panel configurations The [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page of the [Coveo Administration Console](https://docs.coveo.com/en/183/) lets you configure and build [search interfaces](https://docs.coveo.com/en/2741/) that allow service agents to access contextually relevant [items](https://docs.coveo.com/en/210/) and user insights without leaving the record they're viewing or editing (for example, a support case or an incident report). ## Prerequisites * Ensure that the [status of your Coveo organization](https://docs.coveo.com/en/1684/) is healthy. * Check the [**Sources**](https://platform.cloud.coveo.com/admin/#/orgid/content/sources/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/sources/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/sources/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/sources/)) page to ensure you have at least one [source](https://docs.coveo.com/en/246/) in your [Coveo organization](https://docs.coveo.com/en/185/). * Ensure that you've created the recommended [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [models](https://docs.coveo.com/en/1012/) to [optimize search performance](https://docs.coveo.com/en/m7ak9250#step-1-optimize-search-performance). * Ensure that you've [associated each model with a query pipeline](https://docs.coveo.com/en/2816/). ## Add an Insight Panel configuration . On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, click **Add Insight Panel**. . In the **Add an Insight Panel** modal that opens: .. Enter a **Name** for your Insight Panel configuration. > **Important** > > The name you specify will be used to automatically generate the [search hub](https://docs.coveo.com/en/1342/) value. > Although the name of the Insight Panel can be modified, the search hub value can't be modified once it's been generated. .. In the **Select a dedicated query pipeline** dropdown menu, select the [query pipeline](https://docs.coveo.com/en/180/) that's associated to your Coveo ML models. > **Tip** > > If you haven't configured a query pipeline yet, select the **default** pipeline. You can always update the pipeline at a later time to [optimize search performance](https://docs.coveo.com/en/m7ak9250#step-1-optimize-search-performance). .. (Optional) Use the **Project** selector to associate your Insight Panel configuration with one or more [projects](https://docs.coveo.com/en/n7ef0517/). .. Click **Create**. . In the **Add an Insight Panel** completion modal, do one of the following: * Click **View configuration** to view the Hosted Insight Panel configuration, and to set the [Advanced configuration options](#advanced-configuration-options) (recommended). * Click **Build** to start building your interface with the [**Insight Panel Builder**](https://docs.coveo.com/en/m68b0168/). > **Note** > > You can access the [Advanced configuration options](#advanced-configuration-options) or the [**Insight Panel Builder**](https://docs.coveo.com/en/m68b0168#access-the-insight-panel-builder) at any time. ### Advanced configuration options #### Case context fields To ensure the search results that are initially displayed when the Hosted Insight Panel loads are contextually relevant to the case at hand, perform the following steps: **Coveo for Salesforce integration**
Details . [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done. . Under [**Case context fields**](#CaseContextFields), make sure the values match the field names that correspond to _case subject_ and _case description_ in your Customer Relationship Management (CRM) system. By default, the values are set to `Case.Subject` and `Case.Description`. [NOTE] **Note**
These [context](https://docs.coveo.com/en/1345/) values are automatically added to the [large query expressions (`lq`)](https://docs.coveo.com/en/214/) of empty search requests by Coveo to surface relevant content to solve the case at hand. #### . Update the values, if necessary. ##### .Coveo for ServiceNow integration
Details . [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done. . Under [**Case context fields**](#CaseContextFieldsSN), make sure the values match the field names that correspond to _case subject_ and _case description_ in your Customer Service Management (CSM) system. For example, the **CRM field name for case subject** and **CRM field name for case description** fields usually map to `short_description` and `description`, respectively, in ServiceNow. [NOTE] **Note**
These {% glossarylink label=context id=1345 force_render=true %} values are automatically added to the {% glossarylink label=large query expression (lq) id=214 force_render=true %} of empty search requests by Coveo to surface relevant content to solve the case at hand. #### . Update the default values, if necessary. ##### ==== Additional context fields (optional) To improve the relevance of your search results, you can optionally specify additional context fields as follows: **Coveo for Salesforce integration**
Details . [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done. . [[contextkeycombo]]Under [**Additional context fields**](#AdditionalContextFields): .. [[contextkeydfn]]In the **Context key** text box, enter a meaningful name to define the context key (for example, `product`) that will be used by Coveo to tune the relevance of your search results (see [step 5](#contextkey) ). .. In the **CRM field name** text box, enter the field name in your CRM system that corresponds to the context key you defined in the previous step (for example, `case.product`). .. Click **Save** to apply your changes. . On the [**Query Pipelines**](https://platform.cloud.coveo.com/admin/#/orgid/search/pipelines/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/pipelines/)) page, click the query pipeline that's dedicated to the Hosted Insight Panel, and then click **Edit components** in the Action bar. . On the subpage that opens, select the **Advanced** tab, and then click **Query parameters** on the left side of the page. . [[contextkey]]Add a rule to override the [`lq`](https://docs.coveo.com/en/13#operation/searchUsingPost-lq) parameter with the [`context`](https://docs.coveo.com/en/13#operation/searchUsingPost-context) object: .. Click **Add a query parameter rule** in the upper-right corner of the page. .. On the **Add a query parameter rule** subpage, select the **lq (large query expression)** parameter, and then click **Next**. .. Under **lq (large query expression)**, enter a rule that uses the context key values specified in your Hosted Insight Panel configuration as follows: ```javascript <@+ $context.Case_Subject $context.Case_Description $context. +@> ``` Where: `` represents the context key value you defined in [step 2a](#contextkeydfn). For example: ```javascript <@+ $context.Case_Subject $context.Case_Description $context.product +@> ``` [NOTE] **Notes**
* This override takes precedence over the context values that are automatically added to the `lq` by Coveo (see [Case Context Fields](#case-context-fields)). As a result, you must include the `Case_Subject` and `Case_Description` context keys in the query parameter rule. These keys are mapped to the field names in your CRM system that correspond to _case subject_ and _case description_ (that is, `Case.Subject` and `Case.Description`, respectively, in Salesforce). * CRM field names are integration specific. You must therefore define the context key value (for example, `product`) and map it to the field name in your CRM system that corresponds to it (for example, `case.product`). For more information, see [step 2](#contextkeycombo). #### .. Under **Condition**, select or [create](https://docs.coveo.com/en/1959#create-a-condition) a `Query is empty` condition. .. Click **Add rule**. Your query parameter rule should now look like this: ![rule condition](https://docs.coveo.com/en/assets/images/coveo-customer-service/rule-condition-sf.png) ##### .Coveo for ServiceNow integration
Details . [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done. . [[contextkeycomboSN]]Under [**Additional context fields**](#AdditionalContextFieldsSN): .. [[contextkeydfnSN]]In the **Context key** text box, enter a meaningful name to define the context key (for example, `callerID`) that will be used by Coveo to tune the relevance of your search results (see [step 5](#contextkeySN) ). .. In the **CRM field name** text box, enter the field name in your CSM system that corresponds to the context key you defined in the previous step (for example, `caller_id`). [NOTE] **Note**
[Dot-walking](https://developer.servicenow.com/dev.do#!/learn/courses/zurich/app_store_learnv2_scripting_zurich_scripting_in_servicenow/app_store_learnv2_scripting_zurich_server_side_scripting/app_store_learnv2_scripting_zurich_dot_walking) isn't supported. Only top-level field values can be specified. #### .. Click **Save** to apply your changes. . On the [**Query Pipelines**](https://platform.cloud.coveo.com/admin/#/orgid/search/pipelines/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/pipelines/)) page, click the query pipeline that's dedicated to the Hosted Insight Panel, and then click **Edit components** in the Action bar. . On the subpage that opens, select the **Advanced** tab, and then click **Query parameters** on the left side of the page. . [[contextkeySN]]Add a rule to override the [`lq`](https://docs.coveo.com/en/13#operation/searchUsingPost-lq) parameter with the [`context`](https://docs.coveo.com/en/13#operation/searchUsingPost-context) object: .. Click **Add a query parameter rule** in the upper-right corner of the page. .. On the **Add a query parameter rule** subpage, select the **lq (large query expression)** parameter, and then click **Next**. .. Under **lq (large query expression)**, enter a rule that uses the context key values specified in your Hosted Insight Panel configuration as follows: ```javascript <@+ $context.Case_Subject $context.Case_Description $context. +@> ``` Where: `` represents the context key value you defined in [step 2a](#contextkeydfnSN). For example: ```javascript <@+ $context.Case_Subject $context.Case_Description $context.callerID +@> ``` > **Notes** > > * This override takes precedence over the context values that are automatically added to the `lq` by Coveo (see [Case Context Fields](#case-context-fields)). > As a result, you must include the `Case_Subject` and `Case_Description` context keys in the query parameter rule. > These keys are mapped to the field names in your CSM system that correspond to _case subject_ and _case description_ (that is, `short_description` and `description`, respectively, in ServiceNow). > > * CSM field names are integration specific. > You must therefore define the context key value (for example, `callerID`) and map it to the field name in your CSM system that corresponds to it (for example, `caller_id`). For more information, see [step 2](#contextkeycomboSN). .. Under **Condition**, select or [create](https://docs.coveo.com/en/1959#create-a-condition) a `Query is empty` condition. .. Click **Add rule**. Your query parameter rule should now look like this: ![rule condition](https://docs.coveo.com/en/assets/images/coveo-customer-service/rule-condition-sn.png) ##### == Edit an Insight Panel configuration . On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, click the Insight Panel configuration you want to edit, and then click **Edit** in the Action bar. . On the **Insight Panel** configuration page, edit the desired options. [Attributes] |=== |Option |Description |Additional information |**Name** |Name of the Insight Panel configuration. |Updating the name won't change the search hub value. |**Configuration ID** |Identifier used to reference the Insight Panel configuration in a Customer Relationship Management (CRM) or Customer Service Management (CSM) system. a|* Automatically generated when the Insight Panel configuration is created. * This value can't be modified. |**Search hub** |[search hub](https://docs.coveo.com/en/1342/) used for query pipeline routing, [usage analytics reporting](https://docs.coveo.com/en/1674/), and enabling Coveo ML features such as [ART](https://docs.coveo.com/en/3384/), [DNE](https://docs.coveo.com/en/3383/), and [QS](https://docs.coveo.com/en/3386/). a|* Automatically generated to match the name of the Insight Panel at creation time. * This value can't be modified. |**Dedicated query pipeline** |[query pipeline](https://docs.coveo.com/en/180/) that's dedicated to the Insight Panel configuration you created. |We recommend configuring the query pipeline **before** creating the Insight Panel configuration (see [Optimize Search Performance](https://docs.coveo.com/en/m7ak9250#step-1-optimize-search-performance)). |**Project** |[projects](https://docs.coveo.com/en/n7ed6189/) that the Insight Panel configuration is associated with. |See [Manage projects](https://docs.coveo.com/en/n7ef0517/). |**Case context fields** |[context](https://docs.coveo.com/en/1345/) fields that are useful to contextualize the search experience. a| * Specifies the fields that correspond to _case subject_ and _case description_ in your CRM or CSM system. * Set to `Case.Subject` and `Case.Description` by default. |**Additional context fields** |Additional context fields used to improve the relevance of your search results (see [About custom context](https://docs.coveo.com/en/3389/)). |Context fields are integration specific and must be defined by the user. |=== . Click **Save**. ## Duplicate an Insight Panel configuration . On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, click the Insight Panel configuration you want to duplicate, and then click **Duplicate** in the Action bar. . In the **Duplicate Insight Panel** modal, enter a name for the duplicate Insight Panel configuration. > **Important** > > The name you specify will be used to automatically generate the [search hub](https://docs.coveo.com/en/1342/) value. > Although the name of the Insight Panel can be modified, the search hub value can't be modified once it's been generated. . Click **Duplicate**. ## Delete an Insight Panel configuration . On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, click the Insight Panel configuration you want to delete, and then click **Delete** in the Action bar. . Click **Delete** to confirm. ## Retrieve an Insight Panel configuration ID . On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, identify the Insight Panel configuration for which you would like to retrieve the Configuration ID. . Under **Configuration ID**, click icon:clipboard-text[alt=clipboard-text,width=16] to copy the Insight Panel configuration ID to your clipboard. ## Leverage resource snapshots You can leverage the [Coveo Platform](https://docs.coveo.com/en/186/) [resource](https://docs.coveo.com/en/2820/) [snapshot](https://docs.coveo.com/en/m45d0212/) feature to copy your Hosted Insight Panel configuration from one environment to another, for example, from a staging environment to a production environment, rather than reproducing it manually. See [Manage resource snapshots](https://docs.coveo.com/en/3239/) for details. ## Required privileges The following table indicates the privileges required to view or edit elements of the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page (see [Manage privileges](https://docs.coveo.com/en/3151/) and [Privilege reference](https://docs.coveo.com/en/1707/)). [%autowidth] |=== |Action |Service - Domain |Required access level .2+|View Insight Panel configuration |Customer service - Insight Panel configuration Organization - Organization |View |Content - Sources Search - Query pipelines |View all .3+|Edit Insight Panel configuration |Machine learning - Models Organization - Organization |View |Content - Sources Search - Query pipelines |View all |Customer service - Insight Panel configuration |Edit .2+|View Insight Panel interface (The Coveo for Salesforce integration automatically assigns these privileges to agents.) |Customer service - Insight Panel interface Customer service - Insight Panel items |View |Analytics - Analytics data |Push .3+|Edit Insight Panel interface |Content - Fields Customer service - Insight Panel items Organization - Organization |View |Content - Sources Search - Query pipelines |View all |Customer service - Insight Panel configuration Customer service - Insight Panel interface |Edit |=== ## What's next? To build a Hosted Insight Panel interface, see [Create Insight Panels with the builder](https://docs.coveo.com/en/m68b0168/).